In the “2017 State of Workspace and Communications Services” report TIRO Communications jointly published with Davinci Virtual at the beginning of the year, we noted that technology has disrupted how customers want to communicate with businesses. It does not matter if the business is a global enterprise or a small business; Customers have the same expectations in terms of engagement—in terms of both sales and service. They want to anywhere, anytime, and on any device. They also want multiple engagement options. Offering them a phone number to call isn’t enough.
When it comes to customers on your website, simply offering them static content no longer is sufficient. They expect to have personalized experiences served up to them; product recommendations and content based on their identity and browsing behavior. They also expect to have multiple engagement options—live web chat, email, phone, text, online knowledgebase, and social media.